Frequently asked questions

Opening an account

How do I open an account?

You can make a request by clicking here or alternatively you can call Customer Services on 0344 822 3910.

Once you have done this a member of our Customer Development team will be in touch within 48 hours to arrange a meeting or call where we can better understand how we can work with you and to guide you through the process.

Placing an order

How can I place an order?

You can place your orders online, 24 hours a day using our online ordering service MC Live.

Alternatively our contact centre teams are all fully trained to take your orders, offer advice and manage any queries from Monday to Friday, 8.30am - 5.30pm on the phone or by email.

We can also work customers to implement Electronic Data Interchanges with other systems.

I am unable to log in to MC Live to process my order.

Have you received my email order?

Once an email has been received an automatic response will be sent back to the sender. This is an acknowledgement that your order has been received. A further email will be sent confirming the order has been processed. If you do not receive these emails please check your spam/junk folder.

What is my minimum order amount?

A minimum order value is the minimum value of an order before VAT that we will fulfill. You can find out your minimum order value when you place an order. If you have issues with the amount, contact your account manager who may be able to assist.

What’s my order cut off time?

Depending on your ordering method the cut off time for next day delivery are as follows:

Delivery

What are my delivery days?

When you join Matthew Clark you will be set up with 1 or more delivery dates, orders must be placed before your cut off time the day before to be delivered on the agreed day. You can find out your dates when you place an order or speak to your account manager if you have any issues.

I've placed my order for delivery today but it still hasn't arrived?

Our Customer Services department will be able to advise you if your order is out for delivery and where possible supply an ETA. Please contact Customer Services on 0344 822 3910.

I have had incorrect items delivered.

Please contact our Customer Services team on 0344 822 3910.

Billing

How can I get hold of statements, proof of deliveries, credit notes and invoices.